Citibank — Credit card updation and services

I am a citi bank credit card holder my card was expired two months back. Since pandemic situation my office is not in function and I'm working from home so asked them to change my address and deliver my card to new address. Because of changes in card details I couldn't retrieve my login password for online banking so I spoke with customer care multiple times and send emails everytime as they asked and guided but everytime whenever I send email they came with new excuses and not updating my address for example I mentioned in email that please change my address for card delivery their customer care executive said " you should mention chage my address According to address proof" when I mentioned it they said send us Driving licence which is I already sent by me for address proo[censored]pdation. And because I didn't have my new card details so couldn't make bill payments, and it spoiled my cibil and make me to pay all late fee and extra charges. Now don't know where to go for help.
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